Voice Engineer
Application Deadline: 24 July 2026
Department: Operations
Employment Type: Permanent
Location: CI/UK
Description
Are you a skilled Voice Engineer looking for an opportunity to work with cutting edge communications technologies while making a real impact for customers? At JT, you will play a key role in delivering, maintaining and supporting critical voice solutions for enterprise, government and wholesale customers. From deployment and commissioning through to troubleshooting and optimisation, you will be at the forefront of ensuring customers receive a reliable, high-quality service.
This is an exciting opportunity to join a collaborative and highly skilled technical team where your expertise will be valued and your contribution recognised. You will work with a wide range of voice technologies and platforms, providing advanced support, technical guidance and innovative solutions that help organisations communicate effectively and confidently. No two days are the same, offering plenty of variety and opportunities to broaden your technical expertise.
As part of JT, you will have the chance to develop professionally through ongoing training, industry certifications and exposure to complex customer environments. Whether you are looking to deepen your technical knowledge, strengthen your consultancy skills or progress your career within a leading telecommunications business, this role will provide the support, challenges and opportunities to help you achieve your goals.
JT is committed to building a diverse and inclusive working environment and JT Family. We will ensure that all individuals are provided reasonable accommodation to participate in job applications, interviews, onboarding processes and beyond. Should you require any support or assistance in making your application, please contact us at hrinbox@jtglobal.com.
Key Responsibilities
- Provide third-line technical support for JT managed voice services, ensuring service levels are achieved and customer expectations are exceeded.
- Install, configure, test, commission and maintain enterprise-grade voice solutions for a diverse customer base.
- Support the successful delivery of customer deployments, ensuring services are implemented to the highest standards.
- Provide technical guidance, mentoring and expertise to first and second-line support and deployment teams.
- Act as a key technical authority for voice platforms including Mitel, Avaya, Cisco, Redbox, Verint and other leading technologies.
- Investigate, diagnose and resolve complex incidents, minimising disruption and restoring services within agreed SLAs.
- Collaborate with internal teams to provide technical consultancy, solution design support and pre-sales expertise.
- Participate in customer and internal change management processes, ensuring all technical changes are accurately documented and successfully delivered.
- Maintain and enhance technical documentation, knowledge bases and operational processes to support service excellence.
- Identify opportunities to improve customer services, operational efficiency and technical solutions across the voice portfolio.
Skills, Knowledge and Expertise
- Proven experience supporting, deploying and maintaining enterprise voice and unified communications solutions.
- Strong knowledge of voice technologies, including platforms such as Mitel, Avaya, Cisco, Redbox, Verint or similar.
- Experience troubleshooting and resolving complex technical incidents in customer-facing environments.
- Ability to provide advanced technical support and mentorship to colleagues.
- Experience working within service level agreements and customer-focused service environments.
- Strong problem-solving, analytical and diagnostic skills.
- Excellent communication skills with the ability to explain technical concepts to both technical and non-technical audiences.
- Experience contributing to technical solution design and providing pre-sales support would be advantageous.
- Relevant industry certifications such as Cisco CCNA, CCNP Voice or equivalent professional qualifications.
- Commitment to continuous learning and maintaining technical certifications.
- Understanding of ITIL principles and service management practices is desirable.
- Full UK or Channel Islands driving licence.
Benefits
- 24 days holiday
- Out of hours allowance
- Health & Dental Insurance
- Pension Scheme
- Bonus Scheme
- Fully discounted staff services or cash allowance in lieu
- Co-working office spaces available for remote employees
- Professional Development
- Recharge Days
JT provide colleagues with an opportunity to embrace flexibility to work the hours that suit them in a location of their choice – office, home or further afield under our Hybrid Working guidelines.
Through our hybrid working initiative we have diversified the ways in which we recruit, which also means that we are now able to support posts in major global locations. The benefits that are listed above are an example of those that we provide in our key locations, if you are applying from outside of these areas, please note that your compensation package might look a little different.
Our main priority is colleague wellbeing, and we hope this offers greater opportunity for a work life balance. We aim to offer this approach to all colleagues across the business, but we recognise that there are certain roles that will need to work in a specific way due to their nature, such as our colleagues working in engineering, our contact centres and our retail outlets. We are actively working with our management teams to increase flexibility wherever we can.
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